Patient Engagement Specialist

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Evergreen Nephrology

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 $4.3M Venture Round on 2022-06

Healthcare • Healthcare Insurance • Pharmaceuticals

Evergreen Nephrology is a company focused on transforming kidney care by empowering nephrologists to provide high-quality and personalized care to patients with chronic kidney disease (CKD) and end-stage renal disease (ESRD). By putting nephrologists at the forefront, the company provides them with financial backing, interdisciplinary clinical resources, analytical insights, and technology-enabled tools to improve patient outcomes and experience. Evergreen Nephrology collaborates with strategic partners to address healthcare challenges, including disparate electronic health records (EHRs), transplantation process visibility, and patient readmission risks. The company's co-founders, Adam Boehler and Abe Sutton, have been recognized for their contributions to kidney care models and organ procurement standards, reflecting a deep commitment to improving kidney care quality nationwide.

📋 Description

• Manage a high volume of outbound and inbound new patient onboarding calls • Build trust with patients and clinical care team members through exceptional omnichannel customer service • Actively listen during patient conversations to activate personalized support and provide appropriate next steps, including visit scheduling • Collaborate with interdisciplinary care team members, including nephrologists, practice staff, nurse care managers, advanced practice providers, social workers, and dieticians • Assist with patient and practice administrative requests, including onboarding outreach, connection to local care teams, scheduling assistance, and intake of patient complaints • Build new workflows, processes, and documentation related to contact center operations • Execute engagement initiatives supporting goals related to Clinical Excellence, Clinical Quality, and Patient Engagement • Work closely with Senior Leadership to build the foundation of the contact center • Perform other duties consistent with the role, as assigned

🎯 Requirements

• High School diploma or GED required; Bachelor’s Degree preferred • 3+ years of patient support engagement or customer service experience in a healthcare environment working directly with patients; startup experience is a plus • Demonstrated sales aptitude and ability to navigate conversations with new patients learning about Evergreen’s care model • Experience managing workload to achieve defined metrics or targets and speaking up when assistance is needed • Experience in a team-based service environment • Genuine curiosity when engaging with patients and conversational intelligence • Excellent verbal and written communication skills • Experience with Medicare and/or kidney care population is a plus • Bilingual Spanish/English fluency is a plus • Intermediate MS Office Suite skills, including Outlook and Teams • Ability to work effectively in a primarily remote environment • Home internet supporting at least 25 Mbps download and 10 Mbps upload; hardwired Cable, Fiber, or DSL recommended • Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information

🏖️ Benefits

• Paid time off starting at 4 weeks for full-time employees • 12 paid holidays per year • Medical, dental, vision and life insurance, including an HSA with employer match • Reimbursement for continuing medical education for eligible roles • 401(k) program where Evergreen matches up to 4% of contributions after six months of tenure • Paid parental leave • Robust training and development program starting with onboarding and continuing throughout your career • Annual bonus eligibility • Evergreen-provided telephony applications and equipment for remote employees